Senior Customer Support Analyst

About this job

OneTrust is a company whose mission is to enable innovation through the responsible use of data and AI, developing platforms that unify regulatory intelligence, automation, and connected governance workflows. The professional services team is currently looking for a Senior Customer Support Analyst to join them in Bengaluru. In this role, you will be part of a team handling technical queries and ensuring that businesses can continue moving at the speed of AI while preventing data misuse. A normal day involves taking on the most complex support cases, autonomously managing your workload, handling escalated situations where customers are unhappy or solutions are unclear, collaborating with product teams to find root causes, building knowledge base materials, and maintaining deep knowledge of the OneTrust platform and privacy industry expertise.

Responsibilities

• Manage and resolve complex support cases from Level 2 or 3 queues
• Autonomously handle a varied workload of customer issues and provide regular updates
• Take over the management of escalated cases with unhappy clients or unclear solutions
• Collaborate with internal product teams to troubleshoot root causes and determine solutions
• Act as an internal SME by creating knowledge base content and upskilling colleagues
• Build privacy industry expertise and maintain relevant certifications like CIPP/E or CIPM
• Manage time independently to meet agreed performance levels and service standards

Requirements

• Bachelor’s or master’s degree in computer science, engineering, business, or a related field
• Minimum 4+ years of relevant experience
• At least 12 months of demonstrated experience with the OneTrust Privacy platform or deep technical skills in web development stacks and APIs
• Complex analytical problem-solving skills
• Continuous improvement mindset with an ability to contribute to process enhancement
• Highly developed written and verbal communication skills
• Ability to troubleshoot complex web-based software suites
• Willingness to work alternative shift patterns like late shifts or weekends

Good to have

• Working knowledge of development processes, operating systems, browsers, and programming languages
• Existing CIPP/E or CIPM certifications

Who should apply

This role suits experienced professionals with a background in computer science, engineering, or business who have at least four years of relevant work experience. Candidates should have strong communication skills, advanced troubleshooting abilities, and familiarity with web-based software or the OneTrust platform. It is ideal for individuals who work well independently, possess a continuous improvement mindset, and are comfortable handling high-pressure or escalated customer situations. Freshers cannot apply as a minimum of four years of relevant experience is required.

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